Genesys PureConnect Review
Anonymous | TrustRadius Reviewer
Updated October 24, 2019

Genesys PureConnect Review

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Genesys Engage (formerly PureEngage)

Genesys PureConnect - CIC is used by the whole company. It is our phone system. All calls are routed and answered in the PureConnect system, ACD calls are routed via the system. It addresses all of our phone needs; it is the way our company interacts with our customers via phone. We are leveraging PureConnect for calls, and voicemails.
  • PureConnect seamlessly connect to [our] CRM, with no issues
  • Their vast IVR routes call to the proper agents based on our needs, and the way we want it set up, very easily.
  • The actual layout for each agent can be customized for each person, and at the same time have the standard view that we want
  • They are constantly evolving and update the product to meet user and market demands
  • Very good in monitoring and listening to calls
  • The out of box reports aren't that good, they need more flexible to pull the data the way you want it
  • The management and supervisory functions can use a little more customizations, than just out of the box
ININ was taken over by Genesys. Their reputation for innovation, and customer support is second to none. Their is on-one else on the market with such a great reputation. When they took over ININ we stayed with them because we knew we would be working with an industry leader, and over the years they have proven that.
The Genesys PureConnect system gives exceptional call center features. This tool has everything in one place, it is very customizable to meet each specific need. System changes can be pushed along to each agent at the same time, while each person can still make some of their own customized views. The call routing is very powerful and extremely customized. The ivr infrastructure is very good to meet each business need.

Genesys PureConnect Feature Ratings

Validate callers
10
Call forwarding
10
Warm transfer
10
Call tracking
10
Inbound call routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
8
Customer interaction analytics
5

Using Genesys Engage (formerly PureEngage)